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I've had major problems with my new Sony Vaio laptop

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  • Doctor Who

    On December 1st I purchased my first Windows 8 device, a Sony Vaio laptop. I was going to VS Live! in Orlando this month, and I needed something so that I could get remote access to computers and servers at work, if the need arose. It would have been nice to have gotten a Microsoft Surface Pro, but since they're not due until January, and I needed something in December, I decided to go with the Sony Vaio. Besides, I'd seen Sony Vaio's being used by people on MSDN's Channel 9, so I thought that would be a great choice. So, that's what I went with. It worked well for me in Orlando, so it seemed to be a good choice.
     
    One of the pre-loaded applications that came with it was Kaspersky's 2013 Anti-virus suite. Naturally, it was a trial version, and the trial was about to run out. This evening I uninstalled it. After I uninstalled it, Windows Defender wanted to go on, but my PC rebooted; I figured I could make certain it went on after it rebooted. Besides that, I have Bitdefender, which I was going to install. However, the first thing I noticed when it rebooted is the mouse wasn't working at all. Next I noticed that the keyboard wasn't working at all. And the keypad wasn't working. Because the Sony Vaio is a touch enabled device I was able to use the on-screen keyboard, but as all of you know that's OK, if you don't really have a lot of typing to do, but of course I do.
     
    So I got online to go into a chat session with Sony's technical support. They had me download and install the touchpad device driver. I did so, but apparently Sony's website doesn't work too well with IE10 Metro, because once I got onto the website to download the touchpad driver, it hung up with my session with Sony tech support. Anyway, I downloaded and installed it, which required a reboot. I did that, and got back onto Sony's tech support to chat with someone else. With the second Sony technician I found that the touchpad wasn't working, even after installing the driver. He had to do a system restore to the last good checkpoint, which was done on December 26. Naturally the restore requires a reboot, which I did.
     
    Once my laptop came back up, I tried it again, but found that mouse, keyboard and track pad weren't working, so at this point I decided to call Sony technical support. Once I got them on the phone, and they had me go to desktop mode it was then I noticed an alert box from the restore telling me that the restore had failed. That my C: drive may, in fact, be corrupt. This is a brand new PC, less than a month old! I have a bad hard drive already? What's that say about the quality of Sony products? The tech support guy had me get into a Vaio Care utility, which I did, and see what was happening there. Interestingly enough the arrow keys did work here, as well as the return key, because I was able to select different things and press the enter key. But no matter what else happened, once I logged into Windows the mouse, keyboard and mouse pad/touchpad didn't work at all. What the Sony tech support guy then told me sunk my heart. He said that the only thing I could do, at this point, was to do a complete system recovery; loose everything that I had and all programs I've installed. At this point I have personal things on there and photos, but I also have Visual Studio 2010 and 2012 installed, as well as Telerik controls and other development software. And I've installed MS Office. This represents a great deal of work and time, on my part. I do not look forward to doing this and starting all over again.
     
    Of course I asked what could have caused this. The tech guy speculates that once I uninstalled Kaspersky, some virus that it was holding back, suddenly became active and was preventing any and all access to mouse, keyboard and touchpad. I suppose that's possible; sort of makes sense, but why wouldn't Kaspersky have quarantined any viruses it came across? Or when I uninstalled Kaspersky and it was "holding a virus back" why didn't it ask me what I wanted it to do with things that it had quarantined? Before I got Bitdefender I had GFI's VIPRE software, and when I uninstalled VIPRE, it asked me what I wanted it to do with all of the items it had found and quarantined. Honestly, that's what I would expect from any anti-virus software that one is uninstalling; that it ask the user if they want to delete it, leave it quarantined or something else. To just allow any and all viruses to run free, after being uninstalled, is not at all in the public's interest, to say the least.
     
    I don't know if there was a virus on my Sony Vaio or not, but this whole experience has really turned me off of Sony Vaio's and Kaspersky. I believe it is still under the 30 day warranty with Best Buy (where I purchased it), and so tomorrow I'm very interested in considering something else. I want a touch enabled device, running Windows 8, and this Vaio I have is an i7 with a 1 TB HD. It cost me about $1000. Given those specs, what else would you suggest that's similar, please? (And I hope it doesn't come with Kaspersky.)
     

  • Sven Groot

    Hmm, I've not had any issues with my (rather older than yours) Vaio Z. Of course, I did a clean install to get rid of the crap (and because the pre-installed Windows 7 was in Japanese) and only used Microsoft Security Essentials. I currently have Windows 8 on it and have no problems there either.

    Honestly, from what you're saying here I think the problem is more with Kaspersky than with the Vaio. Also, rather than the "holding back a virus" theory, I suspect the uninstaller simply messed up the system. Almost all virus scanners seem to be crap in some way. Windows Defender (and Security Essentials and OneCare before it) is really the only one that never gave me any trouble.

  • Ray7

    Take the machine back (just in case it is a hardware problem, which seems unlikely; Sony makes good kit)

    Get a new one. 

    Reformat the disk. 

    Install Windows. 

    Install one and only one anti-virus package, making sure that it is certified to run on Windows8. 

    And yes, the 'holding back a virus' theory doesn't hold water. 

    I suspect the problem is crapware. You've got a new operating system and I doubt that anyone has had time to properly test all the combinations of junk that OEMs like to force on you these days. 

     

     

     

  • cheong

    Kaspersky has a historical record of not doing clean uninstall. The Sony support guys probably know that too, but since the support calls are recorded, that won't tell you about that in phone calls. This is due to the fact that most antivirus are not updated by Windows Installer, so if a major update is happening in between, the code for current application components and the uninstaller won't match. And this is especially bad for Kaspersky because many of their components rooted deep in system level.

    My advice for these kind of "preloaded trial antivirus" software is that, either you decide to run through the trial period and upgrade it to paid version, or just uninstall it on the first time you turn the PC on so the uninstall can happen before any major update is applied. This will save you a lot of pain later.

    If you've not done full system recovery yet, you may try your luck to contact them (need to try your luck because you're using trial version, not a paid one.).

    Anyway I always (note that not "almost always", just "always") wipe the drive clean and reinstall Windows from scratch whenever I need to buy branded PC. Others here also do that not for no reason.

    Recent Achievement unlocked: Code Avenger Tier 4/6: You see dead program. A lot!
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  • Dr Herbie

    +1 on the problem probably being Kaspersky; we had been using Kasperky at work for almost a year when suddenly PCs started freezing randomly and requiring a hard-reset to get out of it.  After about 2 man-days of investigative effort someone decided to uninstall Kaspersky from their machine and the problem immediately went away. There had been a Kaspersky update which just killed machines.  Luckily we were only a couple of weeks from our licence renewal, so we're not going to waste any more money on them.

    Herbie

  • JoshRoss
  • Doctor Who

    , cheong wrote

    Kaspersky has a historical record of not doing clean uninstall. The Sony support guys probably know that too, but since the support calls are recorded, that won't tell you about that in phone calls. This is due to the fact that most antivirus are not updated by Windows Installer, so if a major update is happening in between, the code for current application components and the uninstaller won't match. And this is especially bad for Kaspersky because many of their components rooted deep in system level.

    My advice for these kind of "preloaded trial antivirus" software is that, either you decide to run through the trial period and upgrade it to paid version, or just uninstall it on the first time you turn the PC on so the uninstall can happen before any major update is applied. This will save you a lot of pain later.

    If you've not done full system recovery yet, you may try your luck to contact them (need to try your luck because you're using trial version, not a paid one.).

    Anyway I always (note that not "almost always", just "always") wipe the drive clean and reinstall Windows from scratch whenever I need to buy branded PC. Others here also do that not for no reason.

    Really? That's very interesting, about Kaspersky having a poor uninstall record. I suppose that Sony puts Kaspersky onto their new systems and most users just stay with whatever came with the system.

  • Doctor Who

    I haven't year of push-button reset, so thank you for pointing me to that. I've checked out the website, but it looks to me as though it's only for WindowsRT, not Windows 8. Am I wrong about that?

  • vesuvius

    My take on this is

    1. This is a 4 week old PC, so unlikely to have accumulated a significant amount of data, since it is new, you can just copy the data back from wherever
    2. This is not anything with Sony, you speaking with them has misled you into thinking it is a their problem, they make hardware, so you need to blame the software
    3. Perform a factory reset on the computer, the Sony team will tell you how to do this, it is the best option, otherwise you will start building a house on top of sand and complain that you have suffered death by many thousands of cuts, and again because this is a new PC, it shouldn't be that much hassle to just reinstall everything
    4. after the factory reset, ensure you have a separate partition e.g. c:\ for windows and d:\ for data, so if things do go wrong, all you need to do is re-install your programs

    In an ideal world everything would always work, and I have issues with Apple and Android software as well as Windows

  • Doctor Who

    @vesuvius: Is the reset you refer to the same thing as the push-reset that JoshRoss mentioned?

  • vesuvius

    @vesuvius: Is the reset you refer to the same thing as the push-reset that JoshRoss mentioned?

    , vesuvius wrote

    Perform a factory reset on the computer, the Sony team will tell you how to do this, it is the best option, otherwise you will start building a house on top of sand and complain that you have suffered death by many thousands of cuts, and again because this is a new PC, it shouldn't be that much hassle to just reinstall everything


    Please read text in bold

  • Doctor Who

    @vesuvius: I've done the reset, per Sony's recommendations. Starting over from the get-go. Oh well, now I get to spend New Year's Day installing software! Perplexed

  • JoshRoss

    @Doctor Who: I would try the "Refresh your PC" option when you push-button reset.

    If that doesn't work, make sure that you can return it, and get all your money back. If you can, make sure you have all your files copied to some other computer, and pick the "Reset your PC" option, then return it.

    OEM documentation is truly awful.

    -Josh

  • cheong

    @Doctor Who:As what I've said, the problem exist on virtually all antivirus software except Microsoft Security Essentials (where they use .MSP files that'll update installer database too). So the blame can hardly land on Sony. The problem only appears worse for Kaspersky because their antivirus solution roots deep in the system. So if one part of component buried deep in system is not removed, and it expected to see another components and found they're not there, it'll throw out errors. And errors in parts like device driver hooks can prevent them to work. It's that simple.

    If you'd called their support and they accepted your removal support request, after you follow their instruction to remove any remining parts that's not cleaned, your keyboard and mouse should work again.

    Recent Achievement unlocked: Code Avenger Tier 4/6: You see dead program. A lot!
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  • matxin

    Same happen to me today after two weeks not using Vaio and updating with VAIO Update, keyboard and touchpad not working. I got rid of Kaspersky 14 or 10 days but put avast antivirus right away. This losing keyboard and touchpad happened after updating VAIO soft and Windows 8. HELP Me !! PLEASE.

  • matxin

    I had to reinstall Kaspersky 2013 and then I got everything running again. Revo uninstaller canĀ“t get rid of Kaspersky smoothly neither. Hope to reinstall it again and be able to keep it unabled on the drive without buying it, if not Sony is selling malware and bloatware with the SONY VAIO i bought at BEST BUY and paid almost 1300 us dollars to have it in my country.

  • Ian2

    I would be tempted to start again with a fresh install of vanilla Windows 8 (not one with all the Sony stuff, so not the recovery version). Download any drivers you need from the Sony site to ensure that they are the latest. Let Windows update do all the updating (maybe periodically check the Sony site for new drivers?) Let Security Essentials handle antivirus. (I am not saying that this will cure things but this is what I would do in your situation)

  • MaxMTech

    This seems to be a rather common issue with the Vaio; but no common fix. I've been messing with an older Vaio (PCG71211L) with the same problem, no keyboard or mouse functionality after booting in a Win OS environment. 

    In the above posts, nobody offers other possible issues and everyone is focusing on the fact that this is caused by Kaspersky and or other virus software. But I've found that its a seems to be more of an issue with Sony hardware, Sony Drivers, and Windows operating systems. 

    The following is for the Vaio I'm currently working with, and no other models to compare and test my findings. 

    • While in the Bios, full use of keyboard and mouse is possible
    • When the system first boots into a Windows environment, full use of the keyboard and touch pad is possible.
    • When booted from a Live CD, full use of keyboard and mouse is possible before and after complete booting of OS.
    • After installing any Linux based OS, full use of keyboard and mouse exists.

    It appears to an issue that Sony cannot or will not give proper attention to and provide their customers with an answer and a resolution. 

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